Twitter: To Follow Back or Not to Follow Back? Tips for Small Business
The Social Media Spotlight
Do you Follow back?
You’re a business, trying to get your Social on. You have a Twitter account, and sure you have followers, but you’d always like more. You’re happy when you get more followers, and so you return the favour by following back.
Because you think it’s good customer service, shows your gratitude, and enables direct communication (via Direct Messages) with your audience.
Right? You’d think so, but not necessarily so, according to some Social Media experts.
This article lists some of the key arguments that businesses should consider before following back.
The main reason for not following back, as raised in this article -
Crowding your feed
If you’re following back as a rule of thumb, you may be missing the valuable Tweets. While Janelikesshoes may follow you and shop with you, you don’t really need to know about her dilemma over wedges or heels, right? Especially not if the various Jane’s of the Twitterverse drown out the Tweets of others, and you miss opportunities to engage with potential customers.
Like JohnSmith181 who is unsure what to get his girlfriend for her birthday. You were too busy reading about Jane’s shoe dilemma to see that John could’ve used your advice and product recommendations.
Likewise, you may have missed an unhappy customer Tweeting about an unavailable product, difficulty contacting your sales support staff, or any manner of aggrieved customer type Tweets.
It’s all about being contactable
On the flip side of that, as one HubSpot Marketing expert points out, as a business, you definitely wouldn’t launch a website without including your email and contact details. Having a site without a means for customers to contact you is useless. Having a Twitter account where you don’t follow your followers, means that they can’t contact you on Twitter – therefore why bother following you at all?
Engagement is key
Twitter is the foremost form of instant Social Media. Brands should be approaching their Twitter accounts with the intent of engaging and connecting with their customers on a “live” and “personal” basis. None of this is possible if you don’t follow them back. It’s all well and good to Tweet out questions, to try and engage your followers. But what happens when they can’t respond directly to you? Makes it all a little pointless, really.
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